广义视角的服务业顾客满意度测评研究-企业管理专业论文.docxVIP

‘ 哪r 哪r l l lll Irll l l il r l ll 中文摘要 Y1 943572 论文题目： 广义视角的服务业顾客满意度测评研究 专 业： 企业管理 硕士生： 贾蕾(签名) 指导教师： 王爱莲(签名) 摘 要 在市场经济条件下，顾客满意成为决定企业生存发展的重要因素，特别是服务行业。 在这样的背景下，对服务业顾客满意度进行测评研究有重要的理论价值和实践意义。本 文旨在广义视角下构建一套科学、可行的服务业顾客满意度测评指标体系，研究顾客满 意度测评方法，并对西安市人人乐超市进行广义视角顾客满意度实证测评，针对测评结 果，提出提升西安市人人乐超市广义视角顾客满意度的对策。 本文将顾客概念界定为广义视角的顾客，包括内部顾客(企业员工)和外部顾客(消 费者)。参考了大量顾客满意度有关文献资料，并且深入分析了服务业内外部顾客之间的 互动影响关系，在此基础上构建出广义视角服务业顾客满意度测评指标体系。论文对顾 客满意度测评方法进行分析研究，选择模加权综合评判法对广义视角服务业顾客的满意 度进行测评研究。在论文的最后对西安市人人乐超市的广义视角顾客满意度进行了实证 测评研究。 关键词：广义视角顾客服务业顾客满意度 论文类型：应用研究 H 01 ‘... 句 英文摘要Subject： 英文摘要 Subject： A Study on The Evaluation of Customer Satisfaction of The Service Industries from A Generafized Perspective Specialty： Business Management Name： Jia Lei(signature) Instructor：Wang Aifian(sign ABSTRACT e 0 In the condition of market economy，customer iS all important factor that influences the survival and development of enterprises，especially for the service industries．In this context， to study and evaluate the customer satisfaction of the service industries iS of great theoretical and practical significance．This paper aims to construct a set of index system to evaluate the customer sarisfaction of the service industries from a generalized perspective．Based on the index system,an empirical study was carried out on the Xi’an RENRENLE supermarket． In this paper the customer is defmed in a generalized perspective．including both the internal customer(enterprise employees)and external customer(consumer)．A set of index system to evaluate the customer satisfaction of the service industries from a generalized perspective is constructed after large amount reading Oil relative references and an in—depth analysis of the interactions between he internal customer and external customer．-f’he methods of evaluating the customer satis胁ion is studied in this paper and the comprehensive fuzzy judicial method and the synthesizing weighted method are combined to evaluate the customer satisfaction of